ijgolding

MAY 17, 2018

Today I am absolutely delighted to share my final interview with Genevieve Bruketa-Baskovic – an amazingly well travelled Customer Experience Professional who is passionate about doing everything she does with the customer in mind – enjoy…. Tell us a little bit about your working background: Genevieve.

Travel 65

Travel Books Hotels 2018 65

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. A quick synopsis of her presentation: Customer Experience leaders are responsible for proactively enabling and embedding customer-focused decision making in their organizations.

Government 68

Government Customer Experience Events Presentation 68

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. It's definitely one of the problems. When we get to the state of " What the Hell is Customer Experience?

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 91

Customer Experience Financial Customers Article 91

CX Journey

MARCH 12, 2015

Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” Storytelling), or “We hire people who care about the customer.” They involve different perspectives and different strategies for improvement.

Culture 66

Culture Engagement Customer Centricity Entertainment 66

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

CX Journey

FEBRUARY 5, 2019

Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. Align the organization.

Customer Journey Mapping 35

Customer Journey Mapping Transportation Customer Centricity Customer Journey 35

Michel Falcon Experience

SEPTEMBER 24, 2015

I see it every day: companies from around the world claim to be customer-centric, but their operations don’t show it. If they are truly customer-focused then why is their call centre understaffed? Why are customers waiting on-hold for 60 minutes to speak to an employee? This took us by surprise. This company gets it!”.

Customer Experience 60

Customer Experience Social Media Download Workshop 60

Comm100

NOVEMBER 14, 2017

While the realm of gaming might seem far removed from the day to day work of our contact centers and marketing teams, EA’s handling of the crisis provides timely lessons for any customer experience professionals seeking to understand, and deliver, what their customers truly want.

Social Media 43

Social Media Customer Experience Download 2017 43

Experience Investigators by 360Connext

FEBRUARY 18, 2020

But if you're ready to take some time each day to take action in making your organization more customer-focused for everyone's benefit, this is a great free resource. My Favorite Sort-of-Free Customer Experience Courses: What the heck does Sort-of-Free mean? Visit the Course. Visit the Course. Visit the Course.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Cross-Channel Campaign Management and Marketing Automation are Not Customer Focused.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Kustomer

DECEMBER 31, 2020

It’s always fun to talk to people like yourself who have a plethora of experiences. So I’ve been a customer experience professional for 20 years. Well, I think that definitely will resonate with the audience as, yeah. I think of providing a little bit of that clarity definitely helps. Absolutely.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

Michel Falcon Experience

OCTOBER 21, 2015

Here is a short list of great customer experience events from around the world. . The IQPC hosts several premium customer experience and customer service events around the world. CXPA is a leading association for customer experience professionals, hosting events for both members and non-members.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Bob Thompson. Jeanne Bliss. Her followers can get valuable insights into the field.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Start experimenting, build your hypothesis, fail fast and learn – and start all over again.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

SmartKarrot

JANUARY 5, 2022

He’s also the Chief Customer Officer at AppsFlyer where he built and leads a global team of over 200 CSMs from scratch while his focus is on delivering value and building long-term relationships. Dave is the Founding Director at Customer Success Leaders Institute and the CEO of TheCustomer.Co Dave Jackson.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

ChurnZero

MARCH 22, 2019

Q: Do you think the percentage of spending on Customer Success is too small, especially given the thesis of this presentation and the impact it can have? Rob: I would say there are definitely certain ways to go about it, and I think it all depends, and is why we will do a whole research report on that spending data. Too many even.

Customer Retention 61

Customer Retention Webinar Customer Centricity Definition 61

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

2016 111

2016 2017 Customer Experience Social Media 111